We're Hiring – Technical Support Advisor 2nd Line IT on a 4 month Fixed Term Contract
Salary – up to £40,000
Location – Shoreham-by-Sea
Fixed Term Contract until October
(Internal Job Level Reference : Senior Associate)
About Us
Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.
Job Purpose
Working as a Technical Support Advisor 2nd Line IT, you'll provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team. You'll provide advanced technical support and issue resolution.
Key Responsibilities
* Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
* Be available for overflow calls from the 1st line team and as a minimum, to meet any agreed personal call targets.
* Diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress. Be able to identify when a case cannot be fixed remotely and route straight into Field Allocation for a site visit.
* Troubleshoot hardware and software problems.
* Configure applications and systems.
* Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
* Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining.
Skills & Experience
* Experience in a customer facing technical support role.
* In depth understanding of system, applications and network infrastructure – may have specialist knowledge in some areas and confident to troubleshoot/configure/install.
* Experience with remote desktop support tools.
* Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers.
* Experience of overcoming technical challenges and benefits from this experience in analysing and solving customer issues.
* Knowledge of ITIL framework and best practices.
* Able to assess when it's appropriate to elevate an issue to 3rd line in order to ensure a good customer experience.
Nice to have
* Industry certifications such as MCITP, CompTIA Network+
At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we're here to help.
Ready to make a real impact? Apply now!
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